WhatsApp Error: Template Name Not Found — Understanding the 24-Hour Rule

This guide explains how to troubleshoot the Template Name Not Found error in Rabt CRM. It may occur when you try to send a non-template message outside the 24-hour customer service window or when the template name does not match an approved template.

Error Message

Template name not found

Why Does This Error Occur?

WhatsApp Business API uses a 24-hour messaging window that starts when a customer sends you a message.

• Within the 24-hour window: You can send regular messages in accordance with WhatsApp policies.

• After the window closes: You must use a pre-approved message template to initiate contact again.

This error may occur for the following reasons:

1. More than 24 hours have passed since the customer's last message.

2. You are trying to send a regular message instead of an approved template.

3. The template name does not match the approved template name in your WhatsApp account.

How to Fix the Template Name Not Found Error

If 24 Hours Have Passed Since the Customer's Last Message

If the messaging window has expired, follow these steps:

1. Open the template library in your WhatsApp management system.

2. Select a pre-approved template.

3. Fill in the required template variables.

4. Send the template message to the customer to resume communication.

If You Are Still Within the 24-Hour Window

If you believe the messaging window is still open, check the following:

1. Check the timestamp of the customer's last message.

2. Verify that the messaging window has not expired.

3. Refresh the conversation and try sending the message again.

How Does the 24-Hour Messaging Window Work?

1. The customer sends a message to your business.

2. The messaging window opens, allowing you to send regular messages during this period in accordance with WhatsApp policies.

3. After 24 hours have passed since the customer's last message, the window closes.

4. Once the window closes, an approved message template is required to initiate contact again.

Each time the customer sends a new message, the 24-hour window starts again.

Best Practices to Prevent This Error

1. Respond to customers promptly while the messaging window is open.

2. Prepare approved templates for common follow-up scenarios.

3. Track the remaining time before the window expires using available system reminders, if supported.

4. Prepare appropriate follow-up messages before the window closes, in accordance with WhatsApp policies.

5. Make sure the template name exactly matches the approved name and that all required variables are filled in correctly.

Conclusion

The Template Name Not Found error may indicate an incorrect template name or an attempt to send a message that does not meet the messaging window requirements. Check the customer's last message timestamp, verify the window status, and use an approved template if the 24-hour period has expired.

Rabt CRM helps you organize WhatsApp conversations and manage customer messages. Use approved templates when required and verify their settings to reduce message delivery errors.